The Customer Experience Community of Practice (CX ComPrac) was launched in August 2015 to support an uplift in customer experience capability across the sector.
The CX ComPrac community:
- shares resources and knowledge about customer experience across agencies, with other government jurisdictions, private sector organisations and industry subgroups
- shares best-practice between agencies on successful improvements in customer experience
- builds customer experience capabilities across the sector
- shares the progress of agencies' customer experience initiatives.
- facilitates a strong network of public sector customer experience practitioners
- demonstrates the relevance of customer in all activities across the sector to promote customer centricity.
Membership is open to all NSW Public Sector employees.
As a member you will have access to free networking events, educational events, digital resources, and more.
If you would like to become a member of our Customer Experience Community, please Register here and complete the online form.
The CX Working Group advises the CX ComPrac direction, with the aim of encouraging clusters to collaborate, share ideas and best practice in CX capability across the NSW Government.
Training is available to NSW Public Sector employees to improve customer experience capability. This page will be updated as training opportunities become available.
The Institute of Public Administration Australia (IPAA)
The Institute of Public Administration Australia (IPAA) short courses, programs and qualifications are aligned to The NSW Public Sector Capability Framework and designed to build the specific behaviours and capabilities at each level.
Courses targeted on the capability Commit to Customer Service include:
- Customer Service Leader
- Customer Engagement Excellence
- Customer Experience Essentials
The NSW Ombudsman offers complaint handling training to assist government agencies understand the complaint handling process, and develop skills to effectively deal with complaints and resolve issues.
NSW Police Community Portal
Saving time for victims of crime
Park & Ride
Making it easier for commuters to park and ride.
Online School Enrolment
Making school enrolments easier
CX Training Stocktake
A list of courses and other resources to improve cx capability
Making Business Easier
Making it easier to start and grow a small business in NSW
Opal Travel App Case Study
Customer feedback improves Opal travel app
WDO Case Study
Fines relief for vulnerable people
Housing Connect Case Study
Two apps that make it easier for vulnerable customers to access social housing services
2020 CX ComPrac Program
2020 CX ComPrac Program
Measuring a Trusted Experience
Slide presentation by Service NSW for Business - 7 November 2019
Customer Journey Mapping Toolkit
Slide pack by sqr one.
NSW Design System
Slide pack by Digital.NSW - 5 September 2019
Digital Transformation: Emerging trends in CX
Slide pack by Department of Customer Service, Service NSW and NSW Police - 7 August 2019
Slides by The Lab Strategy and Nature - 1 November 2018
Customer Groups for Organisational Needs
Slides by Transport for NSW - 1 November 2018
Slides by Service NSW - 1 November 2018
Good Practice Principles and Methods
Slides by HealthShare NSW - 4 September 2018
Slides by Department of Justice - 4 July 2018
Implementing and sustaining change within customer experience
Slides by Public Service Commission and NSW Treasury
Chatbots and Artificial Intelligence
Handout by Department of Education
Citizens INSIDE Government
Slides by Office of the Customer Service Commission 16th March 2017
Conducting Customer Surveys in-house
Slides by Department of Industry 1st June 2017
What do your customers think about you?
Slides by HealthShare NSW
Communities of Practice
Aboriginal Workforce Development Professionals
Customer Experience Professionals
Records Management Professionals
Workforce Analytics Professionals
Other Professional Networks